Genesys Cloud well a solution for contact centers
February 28, 2021

Genesys Cloud well a solution for contact centers

victor morales | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

More than anything, the benefits that I have found is that when I move from an application to the use of Genesys since I am part of the quality area, it allows me to always be updated with the calls of the case analysts, and, above all, it allows me to be up to date with the information and processes are carried out in a correct way. Genesys allows me to work in a certain way faster. I really hope for more updates on this app that is very friendly and above all easy to use. Transferring calls, getting voicemails to the right people, it's made my life easier. Listening to calls is easy. Calling co-workers without having to look for extensions is much friendlier than with other apps.

Quickly finding out what other employees do and which department they belong to is really helpful, as it helps us help the client more efficiently. Before we would have to use other less practical tools for this. We are able to identify when call volume is high and when calls flow out. This has allowed us to shift our sales schedules to maximize the incoming call opportunities. We also have much greater visibility on what agents are doing with their time.

The benefits are greater productivity and efficiency, plus more new clients.

Pros

  • Listening to calls is easy.
  • Calling co-workers without having to look for extensions is much friendlier than with other apps.

Cons

  • Queues can be finicky at times but are also a very valuable resource.
  • You are encouraged to use email/online support rather than calling in.
  • Constant updates and new feature delivery future-proofs your investment.
  • Intuitive and simple to use by agents.
Both go hand in hand we use teams to communicate between our different departments while talking to our clients. It is well suited for inbound calls for sure; it has a good quality in all calls. It is also easy to use and doesn't require installing any software to be used, just a web browser and it is good to use.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

We use Genesys Cloud (formerly PureCloud) as our primary voice solution for our contact center agents in two departments with two other departments and one main branch company.great timing that we had this implemented before the pandemic A complete and diverse tool that allows the use by companies of different sizes, adapting the needs of each one.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
5
Interactive voice response
5
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
6
Call analytics
6
Historical reporting
9
Live reporting
8
Customer surveys
5
Customer interaction analytics
7

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